Executive Customer Success Manager
Job Description & How to Apply Below
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
** Executive Customer Success Manager (Individual Contributor)
***
* Location:
** Remote / Hybrid — United States
** Bring your passion for customer success to Genesys
** At Genesys, we’re reimagining what’s possible in customer and employee experience. Our cloud, AI, and digital orchestration solutions help organizations in more than 100 countries deliver the kind of service that builds trust, loyalty, and lasting relationships.
We’re looking for an Executive Customer Success Manager (CSM) who’s passionate about helping customers transform the way they connect with their customers and employees. This is a strategic, high-impact individual contributor role focused on guiding our largest and most complex enterprise customers toward measurable success with Genesys Cloud CX.If you love partnering with executive stakeholders, driving adoption, and delivering tangible business outcomes — we’d love to meet you.
** What You’ll Do**
* ** Be a Trusted Advisor
** Strong executive presence with proven ability to operate credibly at the C-suite level while managing complex delivery programs. The successful candidate will excel at working with C-level stakeholders to building strong, trust-based relationships. This involves regular, clear communication tailored to their strategic priorities, and a deep understanding of their business goals. By positioning yourself as a trusted advisor, you can offer insights that align Genesys AI powered Experience Orchestration Platform’s capabilities with the customer’s long-term vision.
This collaborative approach not only strengthens the partnership but also ensures that C-level stakeholders see you as an essential contributor to their success.
* ** Drive Value and Outcomes
** Create and execute success plans that help customers achieve measurable ROI and realize the full potential of
** Genesys Cloud CX
** and AI capabilities.
* ** Lead Executive Engagements
** Deliver compelling executive business reviews, sharing insights, benchmarks, and recommendations that connect technology performance to strategic impact.
* ** Collaborate Across Genesys
** The role will work side by side with the Genesys Senior Account Executive to jointly drive success across the customer account. You will orchestrate cross-functional delivery and success teams including Customer Success Managers (CSMs), Technical Account Managers (TAMs), Professional Services, and Consultants. The Senior Director will manage the end-to-end customer lifecycle — from onboarding through transformation — while driving AI adoption, innovation, and revenue expansion.
* ** Ensure Retention and Growth
** Anticipate risks, address challenges early, and champion renewals and expansions in partnership with Account Executives.
* ** Be the Voice of the Customer
** Advocate for customer needs internally — influencing roadmaps and innovation across Genesys.
** What You’ll Bring
*** 12+ years of experience in Customer Success, Account Management, or Strategic Consulting, managing enterprise or global accounts
* Deep understanding of SaaS, cloud, or CX/contact center technologies
* Proven success building and influencing relationships with C-level executives and senior stakeholders
* Strong business acumen and the ability to link technology investments to business value
* Excellent communication, storytelling, and executive presentation skills
* A proactive, self-starter attitude with a…
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